Chapters Indigo Reviews 326

I have only had good experiences with this company, so I was shocked to see all the negative reviews...that being said, I order all my Boy Smells candles to the store, so I can return immediately upon opening them if I dislike the scent. It's also free to ship in store. This is the best method. Also, SPC cards get you a discount that works on top of other discounts :)

I ordered 2 textbooks in January needed for a university course. 3 weeks after placing the order I received an automated email that my order was “delayed”. Another month later I got another email message saying the same thing. I called and was told they were awaiting the books from the publisher.

Why are they allowing orders on books they don’t have in their warehouse??? Seems like a massive flaw in their system.

Anyway, another two weeks go by (now two months after placing my order) and I receive an email message saying “order canceled”. My course is more than half over and I have no textbooks because of Indigo.

I ordered from Pearson and had my books within a week.

I will never order books from Chapters-Indigo again.

i ordered 7 books. In a hour they said they were out of 1 title. No problem I cancelled the entire order. They cancelled half the order and marked the last 3 books are cancellation pending. I tried to call customer service, but after two 45 min holds gave up. They then shipped the 3 remaining books that were "pending cancellation" So I now have 3 books I don't want as I ordered them elsewhere. Shitting customer service, crappy online system

I ordered two books on Chapter's online store. When I checked the shipping invoice an hour later I was shocked to discover the in stock books wouldn't be shipped until May 24th. My order was placed on March 15th. I was also charged a $10+ shipping fee for two paperback books worth about $30. I tried contacting customer service via email to cancel my order but no response. I won't be ordering anything at Chapters online again. It's back to Amazon for me.

I generally have had good experiences, but... I recently received an order with someone else's invoice in it (including the info on what they ordered, and their name/address) and can see that it was being drop-shipped by Christianbook (and it's a religious book). I think many people would want their purchases kept private, so I let indigo customer service know about this through the chat (which was incredibly frustrating to navigate through as it has an auto-attendant), and then by email (which was frustrating because they asked me to send a photo, which I did, and then they couldn't open a standard .jpg file, so they had me re-send as a .pdf which was odd to me...), and now, there is no response. I hope someone out there reads this and they actually do something to stop info going to the wrong places.

Indigo has the worst customer service ever and they work with the worst shipping courier.

This is the second time i have placed an order with them. The first time they lost my order and didn't receive a replacement till 3 months later.

I placed another order with them 2 weeks ago, and it's supposed to arrive tomorrow. I have checked my bank statements and i got refunded for my order. I contacted customer service about this yesterday morning to see if i will still be receiving my order, and i haven't gotten a response still.

I purchased something on the 2 of March and it’s now March 5th, item still hasn’t shipped!! This is ridiculous

First bad experience with them. I’m hoping this is a one off.. so I ordered a boxed set last friday and it hasn’t shipped in 4 days. I usually have the ‘fully shipped’ indication a day or 2 after placing the order. So I called them 3 times in 3 days. The first lady said.. it won’t ship till next week, the 2nd lady I called yesterday told me its scheduled to be shipped that day. Next day passes, it hasn’t shipped. I finally call again and this time, the lady said it was supposed to ship yesterday but the warehouse they’re trying to ship from doesn’t even have inventory for it. So now she’s going to try to switch to the warehouse that DOES have the stock. Now I have to hope and pray it does ship, that alone will take 7-10 business days. Normally I wouldn’t be this pissed, I would just cancel the order and order from Amazon but this book is on high demand right now so stock everywhere is backordered. I managed to get a copy or so I thought and then this happens.

If I didn’t call customer service and have them look into it.. guaranteed I would’ve got a cancelled order email the next week and then proceed to wait 5 days for a refund. Why does it have to be so complicated? The customer service reps can only do so much and for them I give them 5 stars but the company’s logistics seems like a hit and miss. I just want the books I paid for.. not this.

WARNING: Their backend systems have compromised my privacy. Luckily I was made aware by the recipient who can now see my shopping activities. I became compromised when I clicked on their marketing link in an email that was forwarded to me. i have called numerous times to resolve this but their support desk doesn't have the skills to fix it.

I love shopping at chapter's for my new reading material. Anytime I'm lookin for a new book, its easy to navigate their store.

Don't order anything online. Everything comes from the U.S. You do get a Canada Post tracking number. But that's out the window. There are so many Indigo stores. They could of told me it's coming from U.S

Dear Chapters,

I tried to order a book from you over the weekend, online since stores were closed until today.

I cannot recall ever dealing with a website with so many glitches in it: being told no pickup is possible after having selected deliver to store for pickup, getting password invalid while trying to place the order as a guest, being directed to French pages when I tried to make a new account, being returned to the place an order page with cart emptied when I tried to select PayPal payment, and several more that I've forgotten.

I finally ended up with an email saying my order is successful and will be delivered to my home address - courier unspecified.

I'll return to Amazon from now on. Trying to buy local isn't worth the level of hassles I got.

Very poor customer service. I contacted them because it's been 2 weeks and my "in stock" book still hasn't shipped. By e-mail they told me to wait 5-10 business days for an explanation. still no answer. I used their live chat help, here's how that went:
Jason: Hi, my name is Jason. What can I do for you today?
H: Item "not yet shipped" in my order:
OR#--------
H: order placed feb 1st
H: item in stock on website
Jason: I'm sorry to hear that. Do you mind if I take a couple of minutes or more to investigate this for you?
H: yes please
Jason: I'm so sorry for the delay. As this is coming from the manufacturer, it is taking longer than normal to be sent. I will send this inquiry to our support team to find out when this will ship. They will get back to you as soon as possible.
H: ok I truly hope so, I've already contacted customer service by e-mail twice and haven't received an answer
Jason: I'm sorry about that.
Jason: Is there anything else I can help with?
H: no I just really want someone to actually look into this, the customer service has been terrible
Jason: Thank you for choosing Indigo! Have a great day!
Jason has disconnected.

Not helpful and this is not the first time!
My last order had a missing package and a severely damaged item..
I used to love Indigo..
I will now be purchasing my books on Amazon!

I've decided to stop supporting Chapters-Indigo based off how they are treating people with mask expemtions across Canada. I am disgusted at the outright rude and discriminatory treatment staff at all levels at Chapters-Indigo have been allowed to display during this pandemic. It would be one thing if the polcies of chapters did not blatantly ignore the public the health orders in place yet they do. Go to any provincial website and you will see mask exemptions are real & to respected. Further more the retail council of Canada also advises mask exmeptions be respected. However at Chapters staff are verbally abusive and there is never an accuse for that ever in my book. So I will no longer be supporting this business, you can still be respectful in a pandemic.

I am extremely upset with Chapters' new mask policy. As an asthmatic, I can not wear a cloth mask. I wear a plastic mask, which some call a shield, but is really a mask. As a public educator, I am around over a thousand young adults throughout the day, in a classroom with 40+ students three times a day, and interact with over 100 staff members throughout my week at work. My mask is completely accepted and was approved by the AHS consultant who visited our school in September. There is no reason for Chapters not to accept my face covering as safe and compliant with AHS guidelines. I will not buy books from Chapters any longer.

I used to love to buy things at chapters store and its products, but the online store is terrible. I order a gift three weeks ago, which was supposed to arrive in three days; I still don't have it, and I have no idea when it will arrive. When I called the store, the person that answered was arrogant and unprofessional. The customer service was more professional.

Arrogant online costumer service. Save your time and frustration, use Amazon instead. Would have given 0 stars!

The store is nice - buying online is however not recommend.
My order got only partially “shipped” (its still at the delivery facility) no update on the rest of my order - other than a quick note that states it’s delayed. Filed a complaint online with the request that costumer service would get back to me within 24 hours. It’s been 72 hours and still no sign. I need the full order, not part of it otherwise the whole order is useless. I’m dreading an email in the next few days that will say that the rest of my order can not be shipped because it’s out of stock. It has happened before.
If you need anything from Indigo- please do NOT shop online- it’s the worst possible service :/

The sales associate scammed my elderly Mom into signing up for plum plus for $39, she gave her a coupon that expired in four days and my mom who gets confused very easily can't even access her account because her email was entered wrong. She doesn't know how to use this kind of card and was so upset when she realized what had happened.

Chapters customer service has been unhelpful, told me things would happen that didn't, generally wasted my time while resolving nothing. I am very frustrated trying to get them to fix my issue